Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. (formerly Barrett Xplore Inc.) is Canada's leading rural broadband provider. We believe everyone should have access to the transformative benefits of broadband, so we make our service available everywhere in Canada, including the hard to reach places. We overcome the challenges of Canada’s vast geography through our deployment of Canada’s first national 4G network, which leverages both fixed-wireless towers on the ground and next-generation satellites in space. Our customers live in the farthest reaches of the country and just outside of major urban centres, and through our coast-to-coast network of local dealers we connect them to all that the Internet offers. Xplornet is high-speed Internet - for all of Canada.
We are looking for a Customer Care Director of Inside Sales and Care Support to be based on our Fredericton, NB office. This role involves managing the day-to-day operations of all Xplornet contact centre sales and support activities. In particular, this role will serve two primary roles.
The first is to develop and grow the Inside Sales capabilities and results delivered by Customer Care in support of the company’s corporate acquisition goals. For 2012, this will involve delivering a minimum of 15% of corporate acquisitions nationally in addition to the support of all partner activities related to Shaw.
The second role is to lead the support of wider Care with the continuing enhancement and integration of our new systems and other Customer Care partnership related activities. This secondary role will require close coordination with related corporate leaders for each activity.
Improvement activities will require the strategic vision and the coordination of a wider team; with expected impacts on people, processes and technology. In this role you will report to the VP of Customer Care and be primarily responsible for meeting all Care operational metrics as well as the management of our evolution to a world class contact centre team including operations in multiple locations, possible third party partnerships and employees working in Xplornet centre’s and at home. Other special projects will be assigned to complement our efforts to grow and support the company.
The end goal is to deliver all operational sales results while supporting Shaw and the achievement of operational results for wider Care in partnership with the Director of Contact Centre’s.
The ideal candidate will possess:
Completion of a post-secondary degree in a related field (i.e. BComm/BEd) or equivalent experience
Experience leading a large contact centre or sales operation (>100 people)
Preference to experience that required independent leadership, national and international customer support and/or sales
Experienced presentation, facilitation and documentation skills and strong interpersonal, planning and organizing skills
Experience managing telecom system implementations would be an asset
Exceptional people management skills
Demonstrated ability to learn quickly and lead strategically
Exceptional verbal and written communication skills
Project management experience, with a demonstrated ability to deliver projects on-time and within budget
Ability to train and support the development and institutionalization of project management methodologies and best practices and to interpret Xplornet business strategies and translate them into project deliverables
Superior computer skills (Excel, Word, PowerPoint, MS Project, Outlook, etc.)
Well defined analytical and problem solving skills
Highly developed organizational and time management skills
Expertise in core business processes related to contact centre operations and the telecom industry or other high-tech industries, and their products, services, and solutions is an asset
Business case development and sales experience
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplornet Communications Inc. offers a competitive compensation package with excellent company benefits, including matched participation in a group RRSP and a comprehensive health and dental plan.
We thank all applicants for their interest but wish to advise that only those selected for an interview will be contacted. If you are interested in this opportunity please send your cover letter and resume to:
Fax: (866) 881-9391
Please note “ Customer Care Director of Inside Sales and Care Support-CB ” in the subject line when applying.
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